EQ Bank customer service is available by phone and live chat during extended hours — but not 24/7. Phone is available Monday to Friday 8:00 AM to midnight ET and Saturday to Sunday 9:00 AM to 6:00 PM ET. This is broader than standard Big 5 branch hours but falls short of the 24-hour phone lines maintained by RBC, TD, CIBC, and other major banks.
For account management, the EQ Bank app and Online Banking handle most tasks without needing to contact support. The key service gap is urgent issues outside business hours — particularly lost cards and potential fraud.
EQ Bank Contact Information
| Channel | Contact | Hours |
|---|---|---|
| Phone | 1-844-275-3763 | Mon–Fri 8:00 AM–midnight ET; Sat–Sun 9:00 AM–6:00 PM ET |
| Live chat | Via EQ Bank website or app | Same as phone hours |
| Secure message (in-app) | EQ Bank app → Message Centre | 24/7 (replies during service hours) |
| Not public (use secure message) | — | |
| Social media | @EQBank on Twitter/X | Not for account support |
For account-specific inquiries, always use secure message or phone rather than social media — account information should never be shared on public channels.
What You Can Do Without Calling
Most routine tasks are handled through EQ Bank Online Banking or the app without contacting support:
| Task | Self-Serve |
|---|---|
| Account balances and history | ✓ (app or online) |
| Interac e-Transfer | ✓ |
| Bill payments | ✓ |
| Mobile cheque deposit | ✓ |
| GIC purchase | ✓ |
| Link external account (EFT) | ✓ |
| Card lock/unlock | ✓ (app → Card Controls) |
| Direct deposit form (void cheque) | ✓ (Account Details) |
| Account opening (TFSA, RRSP, FHSA) | ✓ (in-app) |
| After-hours urgent support | ✗ (phone not available) |
The card lock feature in the app is the most important self-serve tool for after-hours situations — if you suspect your EQ Bank Card is lost or compromised, lock it immediately in the app before the service centre opens.
Lost or Stolen EQ Bank Card: Step-by-Step
- Open the EQ Bank app → go to Card Controls → toggle the card to Locked. This immediately prevents any new transactions.
- Check recent transactions in the app for any unauthorised activity — document what you find.
- Call 1-844-275-3763 during service hours to formally report the card lost/stolen and request a replacement.
- If unauthorised transactions appear, report each one to the customer service agent — EQ Bank will initiate a dispute.
- A replacement EQ Bank Card is mailed within approximately 7–10 business days.
There is no emergency 24-hour card cancellation line — the app card lock is your primary protection outside service hours.
EQ Bank vs Big 5: Customer Service Comparison
| Bank | 24/7 Phone | Live Chat | Branches | Self-Serve Card Lock |
|---|---|---|---|---|
| RBC | ✓ | ✓ | ✓ | ✓ |
| TD | ✓ | ✓ | ✓ | ✓ |
| CIBC | ✓ | ✓ | ✓ | ✓ |
| Scotiabank | ✓ | ✓ | ✓ | ✓ |
| BMO | ✓ | ✓ | ✓ | ✓ |
| EQ Bank | ✗ (extended hours) | ✓ | ✗ | ✓ |
| Simplii Financial | ✗ (extended hours) | ✓ | ✗ | ✓ |
| Tangerine | ✗ (extended hours) | ✓ | ✗ | ✓ |
EQ Bank’s service hours are broader than most online banks, and its extended weekday hours (to midnight ET) cover most scenarios for working Canadians. The gap is overnight and early-morning urgent situations.
Complaint Escalation
| Step | Contact | When to Use |
|---|---|---|
| Step 1 | EQ Bank phone 1-844-275-3763 or live chat | First contact for any complaint |
| Step 2 | Secure message to EQ Bank Client Care team | If phone/chat does not resolve |
| Step 3 | OBSI: 1-888-451-4519 / obsi.ca | Independent review; free to consumers |
OBSI (Ombudsman for Banking Services and Investments) is EQ Bank’s external complaint body. OBSI can recommend compensation up to $350,000 for unresolved disputes. You must attempt resolution through EQ Bank first before OBSI will accept a case.